Technical Customer Support Representative

Job Description

About Us

At MadCap Software, we're at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software's solutions to create better content experiences for their customers and employees. Come join our awesome Team!

Propel Your Professional Growth

Every day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that's more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:

• Connected: We come together - across time zones, regions, offices and screens.
• Inclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.
• Flexible: We believe in the freedom to work when and how you work best, to help us thrive.

Position Summary

The Technical Customer Support Specialist provides timely, professional, and effective technical support to customers by diagnosing and resolving software and hardware issues. This role is responsible for managing support requests through phone and email channels, troubleshooting technical problems, guiding users through resolution steps, and collaborating with internal teams to ensure a positive customer experience.

The ideal candidate combines strong technical problem-solving skills with excellent communication and customer service abilities and can effectively explain technical concepts to both technical and non-technical users.

Duties and Responsibilities

• Respond to and manage customer support tickets through phone, email, chat, and other designated support channels.
• Identify, investigate, troubleshoot, and resolve customer issues involving computer hardware, software, applications, and related technologies.
• Gather relevant information from customers to understand the issue, identify potential causes, and determine appropriate troubleshooting and resolution steps.
• Guide customers through diagnostic and troubleshooting procedures using available diagnostic tools, software, third-party applications, and verbal or written instructions.
• Apply knowledge of computer hardware, software, systems, and standard troubleshooting procedures to resolve technical issues efficiently.
• Document customer interactions, troubleshooting steps, resolutions, and other relevant information accurately and thoroughly.
• Collaborate with members of the Support Team to research and resolve complex or escalated technical issues.
• Work with other departments to communicate software issues, identify recurring problems, and recommend potential product or process improvements.
• Maintain a high level of customer service and professionalism throughout all customer interactions.
• Contribute to the Support Team's goals related to customer satisfaction, response times, resolution times, and overall service quality.
• Stay current on relevant products, software, systems, and support procedures.
• Perform other related duties and responsibilities as assigned.

Required Skills and Qualifications

• Excellent verbal and written communication skills.
• Strong customer service skills with a demonstrated willingness to go above and beyond to assist customers.
• Ability to communicate technical information clearly and effectively to both technical and non-technical users.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work independently while also collaborating effectively as part of a team.
• Ability to prioritize and manage multiple assignments in a fast-paced, customer-focused environment.
• Ability to work effectively within established department expectations for customer satisfaction, response times, and service quality.
• Strong interpersonal and relationship-building skills.
• Ability to quickly learn and apply knowledge of new computer hardware, software, applications, and technical systems.
• Proficiency with Microsoft Office Suite or comparable productivity software.
• Strong attention to detail and commitment to accurate documentation.
• Ability to follow established procedures while using sound judgment to identify appropriate solutions.

Benefits/Perks

• Work from home
• Competitive Salary & Annual bonus
• 100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage
• Employer Match for 401(k) plan
• Employer paid short & long term disability and life insurance
• Flexible PTO Policy + 12 Company paid holidays a year

MadCap Software is fully remote, with employees distributed across the US. We are currently hiring in the following approved states: California, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Maryland, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin.

We reserve the right to change the list of approved locations at anytime.

Hourly wage: $21.15 - $23.08 per hour

In addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.